Refund and Cancellation Policy

for Adawk LLC

Last Updated: 3 September 2026

This Refund and Cancellation Policy (“Policy”) explains how cancellations, refunds, and credits work for services provided by Adawk LLC (“Adawk,” “we,” “us,” or “our”).

This Policy forms part of our Terms & Conditions and should be read alongside them and our Privacy Policy. Capitalised terms used here have the meanings given in Section 2 of the Terms & Conditions.

Where an accepted Proposal, statement of work, or signed agreement contains refund or cancellation terms that conflict with this Policy, the Proposal takes precedence for that engagement only, and only in respect of the conflicting clause.

1. Who We Are

Adawk LLC is a limited liability company registered in the United States, with operating and registered offices in the United States, United Kingdom, and Pakistan. We provide digital marketing, advertising, design, development, and related services.

Primary place of business (United States): Adawk LLC, 32 N Gould St, Sheridan, WY 82801, United States

Full contact details for all our offices are listed in Section 16 — Contact Us.

2. Scope of This Policy

This Policy applies to all Services engaged through a Proposal, statement of work, order form, subscription, or retainer agreement with Adawk.

Our Services are professional services, not physical goods. There is no product to return, and value is delivered through time, expertise, strategy, and work product rather than a shippable item. Our refund position reflects this.

This Policy does not apply to third-party products, platforms, or subscriptions purchased in your own name, which are governed by the terms of the relevant provider.

Nothing in this Policy limits any right you have under mandatory consumer law that cannot lawfully be excluded. See Section 12 — Consumer Rights.

3. General Position on Refunds

Fees are charged for work performed, capacity reserved, and costs committed. Once work has commenced or a billing period has begun, fees are generally non-refundable.

We do not issue refunds on the basis of campaign performance or commercial outcome. As set out in Section 9 of the Terms & Conditions, we do not guarantee rankings, traffic, impressions, leads, conversions, sales, revenue, return on ad spend, or follower growth, and results depend on factors outside our control.

We do not issue refunds where you change direction, pause your marketing activity, restructure your business, or decide you no longer require the Services after work has begun.

Where a refund is not available, we may — at our discretion and in good faith — offer a service credit, a revised scope, an extension of the delivery period, or a remedial round of work instead.

4. Deposits and Advance Payments

Project work typically requires an upfront deposit before commencement. The deposit secures your place in our production schedule and covers discovery, planning, and initial resourcing.

Deposits are non-refundable once work has begun, except as required by law.

Where you pay a deposit and then cancel before any work has commenced, we will refund the deposit less any non-recoverable third-party costs already incurred and a reasonable administrative charge, provided we receive written notice of cancellation within 7 days of payment. Requests after that period are handled under Section 5.

Deposits are applied against your final balance and are not held as a separate refundable security payment.

Where a Proposal has been accepted but you fail to provide the information, access, or materials needed to start work for more than 60 days, we may treat the engagement as cancelled by you under Section 5 and retain the deposit against costs and reserved capacity.

5. Cancelling Project Work

Project engagements run until the agreed Deliverables are completed and accepted.

You may cancel a project at any time by giving written notice to hello@adawk.com.

On cancellation, you remain liable for:

all work completed up to the cancellation date, valued at the agreed rates or on a pro-rata basis against the project fee;
all costs already committed on your behalf, including subcontractor, licensing, and third-party costs that we cannot recover;
any non-refundable deposit; and
any outstanding invoices, which become immediately payable.

Where the amount already paid exceeds the value of work completed and costs committed, we will refund the difference within the timeframe set out in Section 10.

Where the value of work completed and costs committed exceeds the amount already paid, we will issue a final invoice, payable within 14 days.

Milestone-based projects are treated milestone by milestone. Completed and in-progress milestones are chargeable; milestones not yet started are not.

Cancelling a project does not entitle you to Deliverables that have not been paid for in full. As set out in Section 10.2 of the Terms & Conditions, all Deliverables remain our property until full payment is received.

6. Cancelling Retainers, Subscriptions, and Ongoing Services

Retainers and ongoing services are invoiced in advance for each period and continue on a rolling basis until cancelled.

Either party may cancel by giving 30 days’ written notice, effective at the end of the current billing period. Notice given part-way through a period does not shorten or reduce that period.

The current billing period is not refundable. We will continue to deliver the Services through to the end of the notice period, and you remain liable for that period in full.

Unused hours, allocations, or deliverables within a billing period do not roll over, carry forward, or convert into a refund or credit unless expressly agreed in writing.

Where you have committed to a minimum term (for example, a 3, 6, or 12-month engagement), early cancellation does not release you from the remaining committed fees unless the Proposal states otherwise or we agree in writing.

Discounts applied in exchange for a minimum term or prepayment may be withdrawn on early cancellation, and the balance recalculated at our standard rates for the periods delivered.

Pauses. We may, at our discretion, agree to pause a retainer instead of cancelling it. Pauses must be agreed in writing, may be subject to a holding fee, and do not guarantee that the same team, capacity, or pricing will be available on resumption.

7. Cancellation by Adawk

We may cancel or suspend Services immediately on written notice where you:

fail to pay an invoice when due;
provide unlawful, infringing, or misleading materials;
breach the terms of a Third-Party Platform;
materially breach the Terms & Conditions and fail to remedy the breach within 14 days of notice;
become insolvent or cease to trade; or
engage in abusive, threatening, or discriminatory conduct toward our staff or contractors.

Where we cancel for any of the reasons above, fees paid are non-refundable and outstanding invoices become immediately payable.

Where we cancel for our own convenience — for example, because we can no longer resource the engagement or a conflict of interest arises — we will refund any fees paid in advance for Services not yet delivered, and complete a reasonable handover under Section 13.

8. Advertising Spend and Third-Party Costs

Advertising spend (media budget) is separate from our fees and is not included in our service charges unless expressly stated in the Proposal.

Advertising spend already delivered by a platform is never refundable by us. Once impressions, clicks, or conversions have been served, the spend has been consumed.

Third-Party Platforms control ad approval, delivery, pricing, account standing, and policy enforcement. Any refund, credit, or adjustment of platform charges is at the sole discretion of that platform. We will assist you in raising a claim where reasonable, but we cannot guarantee an outcome and we do not refund platform charges ourselves.

Where we hold pre-funded advertising budget that has not yet been spent at the point of cancellation, we will return the unspent balance, less any management fee already earned and any amounts committed to campaigns that cannot be stopped.

Third-party costs are non-refundable once purchased or committed. These include stock assets, fonts, plugins, themes, licences, software subscriptions, hosting, domains, and paid tools.

We are not responsible for account suspensions, ad disapprovals, algorithm or policy changes, price increases, or delivery fluctuations imposed by Third-Party Platforms, and these do not give rise to a refund of our fees.

9. What Is Not Refundable

Except where required by law, the following are non-refundable:

Deposits, once work has begun
Work already completed, delivered, or in progress
The current billing period of any retainer or subscription
Time spent on discovery, research, audits, strategy, planning, and consultation, whether or not it results in a final Deliverable
Concepts, drafts, wireframes, and design options presented to you, including options you rejected
Advertising spend already served by a platform
Third-party costs, licences, subscriptions, and assets purchased or committed on your behalf
Setup, onboarding, migration, integration, and configuration fees once performed
Unused hours, allocations, or deliverables within a paid period
Rush, expedited, or out-of-hours surcharges once the work has been scheduled
Fees for Deliverables you have approved, including where errors are later found in approved content
Fees where the engagement is cancelled by us for a reason set out in Section 7.1

10. Where a Refund May Be Available

We will review a refund request on its merits, and a refund or partial refund may be appropriate where:

We have not started. No work has commenced and no third-party costs have been incurred, subject to Section 4.3.
We have been overpaid. A duplicate payment, billing error, incorrect invoice, or amount charged after valid cancellation.
We failed to deliver. We have not provided a Deliverable set out in the accepted Proposal, the failure is our responsibility rather than a consequence of delayed information, feedback, or access from your side, and we have been unable to remedy it within a reasonable period after written notice.
We cancelled for convenience. As set out in Section 7.3.
Unspent pre-funded budget. As set out in Section 8.4.
The law requires it. As set out in Section 12.

Refunds granted under this Section are calculated on the value of Services not delivered, and exclude advertising spend, third-party costs, payment processing fees, and any non-recoverable committed costs.

11. How to Request a Cancellation or Refund

Submit in writing. Email hello@adawk.com with the subject line “Cancellation Request” or “Refund Request.” Verbal notice, a message to an individual team member, or cancelling a payment method is not valid notice.
Include the following: your business name, the Proposal or invoice reference, the Services concerned, the date and amount of payment, whether you are cancelling or requesting a refund, and the reason for the request.
Timing. Refund requests must be submitted within 30 days of the payment or invoice concerned. Invoice disputes must be raised within 7 days of the invoice date, specifying the disputed items; undisputed portions remain payable.
Acknowledgement. We will acknowledge your request within 3 business days.
Review. We will review the request, the work delivered, and the costs committed, and respond with a written decision within 14 days of acknowledgement. Where we need further information from you, that period runs from the date we receive it.
Quality concerns first. Where the request relates to the standard of work rather than a billing error, we ask that you first raise the concern under Section 14 so that we have a reasonable opportunity to put it right.
Escalation. If you disagree with our decision, you may escalate it in writing to hello@adawk.com. In line with Section 21 of the Terms & Conditions, both parties agree to attempt in good faith to resolve any dispute through discussion for 30 days before commencing proceedings.

12. Consumer Rights

Most of our Services are supplied to businesses. Where you engage us in the course of a business, trade, or profession, statutory consumer cancellation rights do not apply.

If you are a consumer resident in the United Kingdom or the European Economic Area, you generally have a right to cancel a distance contract within 14 days of entering into it, without giving a reason.

Where you ask us to begin work during that 14-day period and we do so, you may still cancel, but you must pay for the Services provided up to the point you notify us of cancellation, calculated in proportion to the full contract price.

Where a Service has been fully performed during the 14-day period at your express request, the right to cancel is lost.

To exercise this right, email hello@adawk.com within the 14-day period. Refunds due under this Section will be issued within 14 days of us receiving your notice, using the same payment method you used originally.

Nothing in this Policy affects your statutory rights in respect of Services that are not provided with reasonable skill and care, or any other right under mandatory consumer law in your country of residence.

13. Refund Method, Processing, and Effect of Cancellation

Method. Approved refunds are issued to the original payment method wherever possible. Where that is not possible, we will arrange a bank transfer to an account in the name of the paying entity. We do not issue refunds in cash or to a third party.

Processing time. We will initiate an approved refund within 5 business days of our written decision. Depending on your bank, card issuer, or payment processor, it may take a further 5-10 business days to appear on your statement.

Deductions. Non-refundable payment processing fees, currency conversion costs, bank charges, and any outstanding sums you owe us may be deducted from a refund.

Currency. Refunds are issued in the currency of the original payment. We are not responsible for losses caused by exchange rate movements between payment and refund.

Credits. Where a service credit is agreed instead of a refund, it is valid for 12 months from issue, applies to Adawk services only, is not transferable, and has no cash value.

On cancellation: all outstanding invoices become immediately payable; licences granted to unpaid Deliverables terminate; scheduled work and campaigns are wound down; and we will, on request and once accounts are settled, provide a reasonable handover of materials you own. Handover work beyond a reasonable level may be chargeable.

Access and account ownership. You are responsible for maintaining ownership of your own advertising, hosting, analytics, and CRM accounts, and for keeping your own backups. We will remove our access on request following cancellation.

14. Raising a Concern About the Work

Deliverables submitted for review are deemed accepted if you do not provide written feedback within 7 days of submission.

If you are unhappy with a Deliverable, tell us in writing within that period, setting out specifically what does not meet the agreed scope. We will work with you to correct it within the revision rounds included in the Proposal.

Revisions beyond those included in the Proposal, and changes arising from a change of preference rather than a departure from the agreed scope, are chargeable at our then-current rates.

Correcting or reproducing work you have already approved is chargeable.

Raising a concern does not suspend your payment obligations for undisputed amounts.

15. Chargebacks and Payment Disputes

Please contact us before raising a chargeback or payment dispute. Most issues can be resolved directly and more quickly.

Initiating a chargeback for Services that have been delivered, or in place of following the process in Section 11, is a breach of the Terms & Conditions.

Where a chargeback is raised, we may suspend all Services and access immediately, and we will submit evidence of the engagement, the work delivered, and this Policy to the payment provider.

You remain liable for any amounts properly due, together with any chargeback fees, bank charges, and reasonable costs of recovery we incur.

16. Changes to This Policy

We may update this Policy from time to time to reflect changes in our practices, services, or legal requirements. The “Last Updated” date at the top of this page shows when it was last revised, and material changes will be highlighted on our website. For active engagements, the version of this Policy in force at the date the Proposal was accepted continues to apply to that engagement unless we agree otherwise in writing.

17. Governing Law

This Policy is governed by the laws of the State of Wyoming, United States, and is subject to the dispute resolution and jurisdiction provisions in Section 21 of the Terms & Conditions. If you are a consumer resident in the United Kingdom or the European Economic Area, nothing in this Section deprives you of the protection of the mandatory consumer laws of your country of residence, or of your right to bring proceedings in your local courts.

18. Contact Us

For any questions about this Policy, or to submit a cancellation or refund request:

Email: hello@adawk.com

Registered in USA (Primary Office)
Adawk LLC, 32 N Gould St, Sheridan, WY 82801, United States

Registered in UK
193 Sunbridge Rd, Bradford BD1 2HQ, United Kingdom
Phone: +44 7475 038114

Head Office – Pakistan
Office 3, Innovista Rawal, DHA-1, Rawalpindi, Pakistan
Phone: +92 342 169 5559